About this role
The Executive will serve as the primary point of contact for BFSI customers in the CLM Domestic segment, handling inquiries, troubleshooting issues, and delivering accurate information about our products and services. Working within the Manpower – Back Office department, you will collaborate with cross‑functional teams to ensure seamless service delivery and uphold the company’s reputation for excellence in customer experience.
- Respond to inbound customer calls, emails, and chat messages promptly and professionally.
- Investigate and resolve product or service issues, escalating complex cases as needed.
- Provide clear, accurate information about BFSI offerings, policies, and procedures.
- Maintain detailed records of interactions in the CRM system for tracking and reporting.
- Identify recurring problems and suggest process improvements to management.
- Coordinate with internal teams (operations, compliance, IT) to ensure timely issue resolution.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on product changes and regulatory updates.
- Assist in preparing daily and weekly performance reports for senior leadership.
- Promote a positive brand image by delivering courteous and empathetic service.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in a customer care or back‑office role within BFSI.
- Strong communication skills, both verbal and written.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to analyze problems, think critically, and propose solutions.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Excellent organizational skills and attention to detail.
- Ability to work in a fast‑paced environment and manage multiple tasks.
- Customer‑focused mindset with a commitment to service excellence.
- Flexibility to work in shifts, including occasional weekends or holidays.